Customer Service Officer

Customer Service Officer

Responsible to: City Manager

Hours: 30 hours per week

Purpose of job: To be the main contact for all residents of Damside, ensuring the property is maintained to a high standard, delivering excellent customer service in order to meet all Key Performance Indicators and going above and beyond customers' expectations.

Provide efficient and accurate management and reporting of the accommodation including sales, services, promotion, bookings, managing of the customer accounts and maintenance.

Key areas of accountability:

• Ensuring a warm, welcoming environment to students, parent and visitors to the sites
• General support to the City Manager and job cover in his/her absence
• Liaise proactively with the City Manager in responding to tenant queries and maintenance issues throughout the academic year.
• Working with the City Manager to proactively ensure the site is a safe environment in which to live and work.
• Working to a set budget.
• With support from the City Manager, take the lead with the marketing, lettings and promotion of the accommodation
• Undertaking regular inspections of flats
• Undertaking routine daily/weekly safety inspections and updating the web based safety management system

• Proactively managing and investigating maintenance issues

• Establishing and developing working relationships with suppliers and contractors
• Supporting the site team
• Being part of the out of hours rota for emergencies where necessary
• Supporting the management of the site in compliance with ANUK National Code of standards
• Working with University accommodation team delivering a quality service
• Supporting the City Manager in liaising with University staff including attending regular meetings with relevant bodies
• Ensure that good tenancy management is in place, including rent collection, arrears management, repairs standards, and adherence to company polices and the tenancy terms and conditions.
• Establish a true community within the building and ensure excellent customer service is maintained, complaints are handled appropriately and that regular feedback from customers is undertaken and the appropriate follow up action undertaken.
• Ensure compliance with all CRM Students operational policies and procedures and recommend improvements where relevant.
• With the support of the City Manager, ensure the buildings are maintained to a high standard, that statutory testing is carried out and that all the requirements of health and safety legislation are met.
• To cover and apply the same level of professionalism of work at other sites as requested within reason.
• Any other requests as deemed necessary from time to time and/or within reason to ensure the property is managed appropriately and efficiently.

Knowledge and Skills:

This job description list is not exhaustive and may alter in light of the changing needs of our clients. You may be required to undertake other duties from time to time as the company may reasonably require.